We all want to build successful products - and that means satisfied customers. Before anything else, you must understand what problems you can solve. The best way to do that is to get out of the building and start asking questions. But how can you make the most of those conversations, and ensure that you walk away with productive insights? Join Nick Noreña, educator, entrepreneur, and currently Innovation Coach and Advisor at Kromatic, as he covers how we can effectively action our findings from customer discovery conversations.

1. How To Take Action on Customer Discovery
Nick Noreña Hannah Flynn
With: Moderated by:
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Setting the Customer’s Journey
Webinar Series

2. Revulytics gives any software producers deep and actionable insight into
who is using their software products and how they are being used, and the
out-of-box analytics that enable them to grow incremental revenue, convert
and retain customers, and make decisions about licensing and cloud
transformation strategies.

3. Setting the Customer’s Journey
Webinar Series
Click on the Questions panel to
interact with the presenters
https://www.productmanagementtoday.com/webinar-series/setting-the-customer-s-journey/

4. About Nick Noreña
Nick Noreña is an innovation coach based out of San Francisco who has spent the last 6.5 years working in the
startup and corporate innovation space. He has worked with over 100 businesses as a coach, educator, and
entrepreneur. Nick specializes in helping early stage startup or corporate teams validate their business ideas. He
has worked with companies such as Jaguar Land Rover, IDEO, Walmart, Center for Creative Leadership, Unilever,
and the Asian Development Bank. His favorite project in recent memory was co-designing and running a 10 week
training program for aspiring startup coaches and accelerator managers in Vietnam in cooperation with the
Innovation Partnership Program. With his remaining hours, Nick volunteers his time in the startup community
helping early stage founders validate their business ideas.
About Hannah Flynn
Hannah went to The University of Chicago, where she majored in Environmental Studies with a concentration in
Economics and Policy. She now works with Aggregage on social media strategy and webinar production for Product
Management Today and B2B Marketing Zone.
Setting the Customer’s Journey
Webinar Series

9. Innovators Early
Adopters
Early
Majority
Late
Majority
Laggards

11. ●
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●
●
●

14. Don’t you
love spam?
Um..
no.

36. Question
Experiment and Research
Data

38. Qualitative
Who is our customer?
What are their pains?
What job needs to be done?
How do we convince them to buy?
How should I design it?
Why do people use it?
What’s wrong with this?
How could I make this better?
What do people love about it?
Why is there drop off?
What do they think?
Why?
Quantitative
How old is our customer?
Do people use it?
Will they pay $99.99?
How much will it cost to sell?
Is this channel scalable?
Is this solution working?
Are people using it?
Which solution is better?
What do people like / dislike?
What?

39. Product
How can we solve this problem?
What form should this take?
How important is the design?
What’s the quickest hack?
What’s the minimum feature set?
How should we prioritize?
Is this solution working?
Are people using it?
Which solution is better?
How should we optimize this?
What do people like / dislike?
Solution
Market
Who is our customer?
What are their pains?
What job needs to be done?
How do we find them?
Will they pay $99.99?
How do we convince them to buy?
How much will it cost to sell?
Can we scale marketing?
Problem

40. Experiments
Will they pay $99.99?
Will this convince them to buy?
Can we manufacture for less than $55?
Will this channel scale to 10,000 users?
Is this solution working?
Are people using it?
Which solution is better?
Will this color increase conversions?
What do people like / dislike?
Is the new version better?
Test Hypotheses
Research
Who is our customer?
What are their pains?
What job needs to be done?
Is our customer segment too broad?
How do we find them?
How can we solve this problem?
What form should this take?
How important is the design?
What’s the minimum feature set?
How should we prioritize?
Why do they do that?
Generate Ideas & Identify Assumptions

48. Setting the Customer’s Journey
Webinar Series
Q&A
Hannah Flynn
With: Moderated by:
Innovation Coach and Advisor, Kromatic
Linkedin page: /in/nicknorena/
Twitter ID: @njnorena
Website: http://kromatic.com/
Nick Noreña
Site editor, Product Management Today
Linkedin page: /in/hannahmichaelflynn
Twitter ID: @prodmgmttoday
Email: hannah@aggregage.com
Website: productmanagementtoday.com
https://www.productmanagementtoday.com/webinar-series/setting-the-customer-s-journey/

52. http://Kromatic.com/real